Dealer 2-Year Rating

Overall Rating

3.1 / 5
Customer Service
3  
Friendliness
3.3  
Overall Experience
3  
Price
3.2  
Quality of Work
3.2  
Service
1.2  

Dealer Reviews

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Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Very bad customer experience in service department

By Filip on 8/14/2019 at 10:07 PM. Helped by Denis Healy.

My wife went 10/19/18 there for service recall on our Passat 2014. Later that day they called me and told me that they did inspection and that I need to change tires, wiperblades, brake fluid, cabin filter, oil change and that they need to do alignment and fuel induction cleaning. I asked them three times what would be the total amount for all that. They told me “we are looking around $900.” When I went to pick up the car they charged me $1992.14!!! 2000K!!!!!!! On car that worth is 7000$! Wiper blade change 90,7$!!!!!!!!! Brake fluid change 182.89$!!!!! Cabin filter change 162,29$!!!! Alignment 199,95$!!!! Fuel induction cleaning 449,99$!!!!!!!! Oil change 78.95$!!!! Air filter change 72.29$!!!! Tire change 435$! When I asked guy in service “explain to me why am I paying $1900 instead of $900?” he left me to wait more than 30 minutes and then send me to speak with service manager Denis Healy who said that they told me on the phone not $900 but $1900 and they don’t have that recorded!!! They charged me labor 1005,98$!!!!!!! THIS IS A FRAUD!!!!

I would not recommend this dealer.

Overall Rating

1.3  

1   Customer Service
2   Friendliness
1   Overall Experience

Very unscrupulous experience at Bill Jacobs Naperville

By Ron on 10/2/2018 at 9:18 PM. Helped by Josh and Manager on duty.

Just had one of the WORST car buying experiences in years at this dealership. Test drove and decided to purchase a car from Bill Jacobs VW Naperville. I was told by the salesman and his manager that they had an "out of state" buyer who was coming in to purchase the car later in the day and had left a deposit, but if I acted now I could purchase the car. I felt that, if true, that was a very unscrupulous way to do business (especially to the party that had left a deposit and driven from out of state to buy a car they would expect to be waiting for them at Bill Jacobs), but I felt it was a lie to get me to move on the car, so I ignored it. The salesman (I believe his name was Josh) completed a detailed sales sheet in which it detailed a fee of $299 for what he termed protection insurance. That reminded me of an unscrupulous sales tactic called "cramming" we used to see in the 1990's in the telecommunications industry. I caught it, and he indicated he could remove it. I wondered silently how many of their customers have been ripped off by this practice. They allowed me to begin a negotiation on the car itself, and I soon found that they were employing a tactic commonly referred to as "bidding against yourself" wherein you would make an offer, and they would state they couldn't accept it for any number of reasons, and allow you to make another bid, always higher, while they hold at the original sales price. Realizing they were doing this, I simply went to their price and asked for a reduction.. any reduction, so that we could negotiate a price. They refused, stating that they had the car priced at what it was worth, and couldn't come off the sales price listed. After adjusting my lower price in an attempt to get a concession, the salesman brought in his manager who agreed to a concession of $100. Thats it, a hundred bucks. As I got up to walk out, the salesman asked me if I wanted to speak to his General Manager. I didn't see harm in this, and thought it could be a last minute move to keep me from walking, so I agreed. A few minutes later the salesman came back and said the GM wasn't available to talk to me. That summed up how poorly my customer service interaction with this dealer went. Incidentally, this was my second dealing with Bill Jacobs this year, and while I was able to reach an agreement earlier this year, in both cases I felt they employed unscrupulous practices. One involved a reporting issue they suggested that would have led to inaccurate CarFax reporting. While the reporting would have been to my favor, I felt it violated ethical standards of conduct in a business transaction, and while it would surprise no one for a small sales lot to employ a deceitful practice such as this, I was taken aback that a large dealership would suggest such a thing. Needless to say, I've decided to discontinue my use of their sister facility in Naperville for the service needs for my other car going forward.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Worst car buying experience I have ever had

By Buyer9647 on 9/9/2018 at 2:23 PM. Helped by Peter Liberti.

Just purchased a vehicle from this dealership and the experience was horrible to say the least. Nothing that was agreed upon was done and salespeople ganged up on me pressuring me to make a decision when I just truly wanted to leave. Somehow they conned me into making the sale only to realize I got screwed to the nth degree. Trade in agreed upon didn’t happen. Financing rate was 3% above agreed and I paid for the cpo warranty which supposedly qualified for that. They just played with numbers to confuse me. I felt and still feel to be polite, abused after dealing with these people. Plus I waited 2 plus hours after the sale to get the vehicle. They don’t care about Their customers just the sale and my experience is evident of this. Spending 20k plus on a car shouldn’t be like this. These people have families and treat hard working people like this. Unacceptable.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Service is terrible, VW engineering bad

By Wheaton driver on 8/28/2018 at 5:02 PM. Helped by Sam Sweis, GM.

Bill Jacobs VW’s service is terrible. The 2017 VW Golf has an engineering flaw in the sunroof that causes the drains to get clogged with dirt. Most sunroofs have a metal windscreen that pops up, but the Golf has a fabric windscreen that captures dust and allows it to flow into the channel. Our sunroof leaked as a result. We had it in for the 10k, 20k service and were never told about maintaining the sunroof by blowing out the drains. But when it leaked they said it was our fault due to poor maintenance, while also telling us that at 40k miles they would have checked it. They offered to blow it out for $380. We declined to be ripped off, and did it ourselves for $0 in half an hour. If we wanted to include upholstery cleaning with the blowout, the price was an additional $1420. We steam cleaned it ourselves in half an hour for $0. The only thing we could not remove was the mechanic’s grease that he left on the padding. They were very rude as well- when they called with the quotes, after having the car for 2 full days, they said they needed an immediate ok, and if we declined the service they needed the loaner back immediately. BTW, if they give you a loaner, it is $6.50 for gas if you do not fill it and $100 cleaning fee. I don’t remember that with my Toyota dealer, who never ripped me off and was very generous with loaners (thanks Dan Wolf Toyota for setting a high bar). So two lessons for readers of this: VW is not a good company. We bought the diesel that they engineered to pass the emissions test illegally, and had to buy this car as a replacement. We now have a regular job of blowing out the drains. And Bill Jacobs, whose service manager and GM have declined to follow up on this, is not a good dealership to buy from. You are welcome in advance of a bad decision.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great first car purchase

By mikebloss on 6/29/2018 at 3:53 PM. Helped by Alana.

Alana really made my first purchase easy and explained everything to my mom and I so we could understand it. I was nervous about buying my first car, but she made us feel very comfortable. I would definitely go back for my next car. Thanks Alana!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great experience!

By Sari29 on 5/19/2018 at 8:13 PM. Helped by Alana Escobedo.

I had a great experience working with Alana! She made the process quick and efficient and made sure all of my needs were taken care of! I highly recommend the dealership and working with Alana as well.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

So far so good

By cj357 on 4/21/2018 at 10:58 PM. Helped by Ricardo, Rich, Peter.

We bought a used car from Bill Jacobs. Sales person Ricardo and manager Rich were very professional and did a great job. The entire purchase process was straight forward and not pushy. I took the car in for service a week later as I heard some noise from the rear wheels. Service advisor Peter was super friendly. They provided a loaner, did a free inspection and made some adjustment. So far I'm very happy with the purchase and the service. Highly recommend!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Wouldn't ask for a better dealer!!

By weronikakk on 4/6/2018 at 8:05 PM. Helped by Alana Escobedo.

Came in late on a weekday to check out a car we were interested and Alana did an amazing job accomdating us and providing us with information. She was very honest and did a great job explaining the ins and outs on financing our first vehicle. Honestly wouldn't have asked for a better experience.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Best Experience!

By beeze130713 on 3/11/2018 at 4:05 PM. Helped by Alana Escobedo.

I came into Bill Jacobs to get an appraisal for my car with hopes of seeing what it was worth and see if I could trade it in for something with less miles. Alana and her team were so Amazing!! They took what I was looking for and my expectations to help me find a great car. They were so kind, welcoming and worked hard to get me what I wanted. Alana respected my wishes and never put pressure on me to do something I didn't want. I highly recommend Alana if they are looking for an Exceptional experience buying a car!!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Service department tries to cheat innocent young girl

By Robobob on 2/22/2018 at 2:50 PM. Helped by 50888 Erv Janicki.

I am writing for my daughter who bought a VW Eos about 5 years ago. For the last year or so she had been complaining of noise coming from a rear wheel. Nothing was ever done though it was in at Bill Jacobs several times, up to including her latest service call about one month ago. Apparently no one ever took her complaint seriously enough to even test drive the car to notice the extremely loud noise. This last service visit was triggered by her Eos failing its emission test and a lit check engine light. Below are the recommended repairs and cost estimate directly from the Bill Jacobs service department invoice: 1. Thermostat and housing with both coolant temp sensors 2. Engine breather valve 3. Turbo inlet valve These emission related repairs were to cost $2200.00. On top of that they recommended but did not quote for: 4.. Fuel induction and injector services 5. Timing belt with water pump. 6. Fuel filter 7. Spark plugs 8. Air filter 9. Pollen filter with HVAC mist One can only imagine how much additional they would have charged for all of those repairs. My daughter called me about this, and I suggested taking the Eos in for an independent second opinion at a garage in Montgomery. I left the car there and later the same day Mike called me and said he thought he had fixed the emission problem. I cringed because I had asked them to do an inspection and cost estimate only. So imagine my surprise when he said the repair required no parts and was going to cost $110. That is correct $110 vs the $2200 Bill Jacobs would have happily charged my daughter. So the proof and bottom line of it all is that after I picked up the vehicle it ran smoothly and displayed no check engine light. I drove it straight to the emission test station where it passed inspection. These facts speak for themselves. Draw your own conclusions.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Bad Place

By gorol31 on 12/9/2017 at 7:10 PM. Helped by Paul.

They sell used cars for the price of new ones. For example you buy a Passat SE used for 7,000 miles for the cost of 22,694 dollars, but a brand new Passat SE costs 20,509 dollars and six miles only. So think about it.

I would not recommend this dealer.

Overall Rating

1.2  

1   Customer Service
2   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

The worst experience and rip off service in my life

By Boaz10 on 11/29/2017 at 11:54 AM. Helped by PETER at the service department.

It took more than an hour just to enter the service request for a wheel balance service. Then they lied about the cost and charged me $261 for a simple wheel alignment. They are incompetent, liars, and thieves.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great New Car Buying Experience

By Volkswagon on 11/13/2017 at 2:16 AM. Helped by PJ South.

We recently bought a new Passat from Bill Jacobs VW in Naperville. It was one of the best car buying experiences we have ever had. Everyone at the dealership was great. We were very comfortable with our salesperson, PJ South. He did a wonderful job from start to finish in terms of explaining the product, getting us a fair deal, and follow-up after we took delivery.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

The Best Car Dealer in Chicagoland

By Jake & Sue on 10/31/2017 at 8:16 PM. Helped by Matt, Rich, and Erv.

We needed a used car to replace our Jetta that was totaled. The sales staff of both Matt and Rich were great to work with. Their #1 concern was OUR satisfaction. They spent a great deal of time with us and ensured us a comfort with all of our questions with no pressure. We bought a 2015 Passat and could not be happier. We also dealt with Erv in Service and he is the best. He is so helpful and caring this car will go back to him with all of our service needs. Need a VW see these guys!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent

By Luis on 3/31/2017 at 9:25 PM. Helped by Ricardo Echeverria.

When to Bill Jacobs Volkswagen to look for a new car and Ricardo Echeverria the sales person helped me very good with all my options, I very happy with the service.

I would recommend this dealer.

Overall Rating

2.3  

1   Customer Service
4   Friendliness
2   Overall Experience
2   Quality of Work

Shady Service Department/Good Sales Department

By Repeat Customer on 3/18/2017 at 1:21 AM. Helped by Dave Ketza.

The service department staff is not consistent. When I called I received one price and when I stopped in, I was quoted a different price. I have also had a very shady experience with Dave in service. He screwed me over with a warranty claim by delaying the process and not noting the defect on the paperwork. The only reason I didn't sue is because I had a TDI which was subject to the buyback for the emissions cheating software. I would have considered another Volkswagen had the service department been honest and trustworthy but I bought a Honda instead.

I would not recommend this dealer.

Overall Rating

4.4  

5   Customer Service
5   Friendliness
5   Overall Experience
3   Price
4   Quality of Work

Tom Harvatt is the man!

By Eric Mundt on 2/25/2017 at 11:37 PM. Helped by Tom Harvatt.

Great experience with Tom and this dealer overall. We purchased a used vehicle for our 16 yo. T.Harvatt was great to deal with and this was actually his first sale with Bill Jacobs. Highly recommend! Go see Tom!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Excellent service and honest with the price!!!

By Jetta on 2/23/2017 at 11:04 PM. Helped by Cesar Mendosa.

César Mendosa answered all the questions and helped to get the Jetta 2017 at the price we were looking for. All while being sincerely friendly and honest all the time, I highly recommend him and the overall sales team.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience

Friendly, respectful, and enjoyable

By Rg on 2/23/2017 at 11:45 AM. Helped by Tom Harvat.

I arrived at Bill Jacob"s to test drive a car that I thought would be the right one for me. Very nervous and concerned to enter the dealership; however, Tom Harvat greeted me with a big smile and Welcone greeting calming me down. We test drove the car and realized it was not for me. There was no pressure put on me to find another vechile to look at or test drive. This friendly and respectful approach lessened my fear and resistance and I found myself looking at other cars that might be something for me to drive. Thank you Tom H.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Bill Jacobs VW Naperville

By Passat on 2/22/2017 at 6:54 PM. Helped by Tom Harvatt.

Went to Bill Jacobs VW to look at the new Golf Alltrack. Before I got to the front door Tom opened the door and asked how can we help you. I look at the Alltrack and Tom Harvatt gave me a lot of info about the car. We took it for a test drive and I was really impressed with the car. The Passat I also liked and with the zero percent financing for 60 months seemed attractive to us. The quote I was given was right on for the SE. There was no "here is a price how low do you want us to go?" Another dealers pricing for the Passat was $1,800 over Bill Jacobs, plus the salesperson wasn't even aware of the 0% pricing or the Presidents day $500 off. We also purchased a Kia Forte from Bill Jacobs almost 7 years ago for our daughter as a side note. Received emails and phone calls from Tom and his manager, which were nice and they just wanted to help you out with your car purchase and if I saw anything that they did with the test drive and if they answered all my question. So if you are interested in buying a VW you should see the same experience that I had.

I would recommend this dealer.